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My Rickenbacker Customer Service Experience

B

Bubba Ghanoosh

Nov 4, 2008
324
13
metro Phoenix, AZ
#1
After I purchased a brand new Ruby 4003 last month, I noticed the finish bubbling around the tailpiece. I was bummed/pissed!!

I contacted (emailed and called) RIC, and after verification, I got an authorization to return for repair. The rep said that for a finish problem, the instrument would have to be completely refinished.

Three weeks later I get the instrument back and the invoice states that the body was replaced (not refinished). So, I guess they transferred my hardware (or maybe just the output jack with the serial number) onto a brand new body.

Either way, my issue was resolved, with a brand new Ruby 4003 straight from the factory, in exactly three weeks!

Me now: :hyper:

Me later: :bassist:
 
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#3
Fantastic to hear this!! Hopefully this will quell the negative RIC posts for a while. Nah, the anti Rickenbacker crowd won't let good news about RIC stand in their way of a good ole Rickenbacker bashing. :rollno:

Sepp
 
#6
Kopfjaeger said:
Fantastic to hear this!! Hopefully this will quell the negative RIC posts for a while. Nah, the anti Rickenbacker crowd won't let good news about RIC stand in their way of a good ole Rickenbacker bashing. :rollno:

Sepp
Click to expand...

It probably would quell the anti posts for a while if the bubbling paint issue wasn't so common. It's great they took care of him; it would be greater if he didn't have to wait 3 weeks to get a new bass fixed because of quality control...

Glad everything worked out though!
 
#8
JackTheRipper said:
Excellent service! Do you have before/after pics? I'm curious to see the original.

I have a Ruby 4003 on order from POTR that I am patiently waiting for :hyper:

--jack
Click to expand...

The flaw was noticeable upon closer inspection. On the body, along the top and bottom edges of the tailpiece, the finish was raised. One spot on in particular was wider than the rest (about 1/2" x 1/4") and when I pushed down on it, it actually compressed! It was just a matter of time before it would crack and peel.

It sucked having to send off my brand new Rickenbacker, but I acted quickly, spoke to them professionally; didn't try to get something out of warranty for free, and they resolved it quickly.

I have no complaints.
 
#10
These threads always amuse me, in an ironic/sad kind of way.

I guess we in the USA are so used to getting screwed that we view customer service DOING ITS JOB as some miraculous, fantastic occurrence.


You know what would be a fantastic, miraculous occurrence? A 1500+ bass that didn't have those kinds of problems.

And I'm not calling RIC out here, there are numerous QC problems out there from ALL the manufacturers.
 
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#11
GeezerDeacon69 said:
These threads always amuse me, in an ironic/sad kind of way.

I guess we in the USA are so used to getting screwed that we view customer service DOING ITS JOB as some miraculous, fantastic occurrence.


You know what would be a fantastic, miraculous occurrence? A 1500+ bass that didn't have those kinds of problems.

And I'm not calling RIC out here, there are numerous QC problems out there from ALL the manufacturers.
Click to expand...

+1
 
#12
GeezerDeacon69 said:
These threads always amuse me, in an ironic/sad kind of way.

I guess we in the USA are so used to getting screwed that we view customer service DOING ITS JOB as some miraculous, fantastic occurrence.


You know what would be a fantastic, miraculous occurrence? A 1500+ bass that didn't have those kinds of problems.

And I'm not calling RIC out here, there are numerous QC problems out there from ALL the manufacturers.
Click to expand...

-1

Perfection doesn't exist. I spent many years in retail and manufacturing, and these things will always happen. It's far worse when you're dealing with something as variable and unstable as wood. Ever wonder WHY these things happen with all manufacturers?
 
#13
Teacher said:
-1

Perfection doesn't exist. I spent many years in retail and manufacturing, and these things will always happen. It's far worse when you're dealing with something as variable and unstable as wood. Ever wonder WHY these things happen with all manufacturers?
Click to expand...

There will always be flaws in instruments. What separates Ric is the fact that their flaws are consistent. This bubbling has been happening for years and they have yet to solve it. There isn't another manufacturer in this price range that has had similar problems consistently.
 
#14
Good that you got your problem fixed.

But it's things like this that put me right off buying a Ric. They fix it quickly if you're in the US, but over here it'd be a different story. Here I need to buy from a company with great build quality, not great customer service (in the US).
 
#16
OP: Glad to hear that you got this resolved in a reasonable ammount of time. I think that when you deal with the manufacturer in a professional manner, more often than not they're going to work with you to ensure that you're happy. These people do have a measure of professional pride in their work. And I think they also recognize that the internet can amplify the complaints of a customer who feels that they've been wronged.

When I had an issue with my first Epiphone Jack Casady signature bass, I wound up having to send it back to the manufacturer. Epiphone stated that they would try to repair it, but may have to replace it. When word came down that they were going to have to replace the bass, I actually asked if I could get an ebony one instead of the gold (the color of the original one). And you know what? They said no problem! They even sent me a couple of sets of strings, too.

Good customer service is out there. And I think the membership here at TB would do well to let everyone know what companies are stepping up and doing right by their customers.

willsellout said:
There will always be flaws in instruments. What separates Ric is the fact that their flaws are consistent. This bubbling has been happening for years and they have yet to solve it. There isn't another manufacturer in this price range that has had similar problems consistently.
Click to expand...

As for this issue? I've been jonesing for a Rickenbacker 4003 for a few years now. But when I read about this recurring issue, I do have to cringe. Finishes are an area where you need to take time and care. And I sincerely hope that Rickenbacker can resolve this issue in their finishing process.
 
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#18
Bubba Ghanoosh said:
After I purchased a brand new Ruby 4003 last month, I noticed the finish bubbling around the tailpiece. I was bummed/pissed!!

I contacted (emailed and called) RIC, and after verification, I got an authorization to return for repair. The rep said that for a finish problem, the instrument would have to be completely refinished.

Three weeks later I get the instrument back and the invoice states that the body was replaced (not refinished). So, I guess they transferred my hardware (or maybe just the output jack with the serial number) onto a brand new body.

Either way, my issue was resolved, with a brand new Ruby 4003 straight from the factory, in exactly three weeks!

Me now: :hyper:

Me later: :bassist:
Click to expand...

8bkhd.gif


I haven't had any issues that have required me to deal with their customer service (knock on wood), but I absolutely love my 4003. It's the perfect bass for me. I'm glad your issues are being resolved! :)
 
#19
A-Step-Towards said:
I had a bridge issue , it was bubbled all over and they wouldnt send me a new piece. 3 phone calls , and 3 unanswered emails-I sold the bass before they helped.
Click to expand...

That's because you were bothering them by calling and emailing 3 times. No new piece for you! Next time, try calling them only once when they are in a good mood and stop complaining on the internet. Go play your bass!

Dwight
 
#20
Bubba Ghanoosh said:
After I purchased a brand new Ruby 4003 last month, I noticed the finish bubbling around the tailpiece. I was bummed/pissed!!

I contacted (emailed and called) RIC, and after verification, I got an authorization to return for repair. The rep said that for a finish problem, the instrument would have to be completely refinished.

Three weeks later I get the instrument back and the invoice states that the body was replaced (not refinished). So, I guess they transferred my hardware (or maybe just the output jack with the serial number) onto a brand new body.

Either way, my issue was resolved, with a brand new Ruby 4003 straight from the factory, in exactly three weeks!

Me now: :hyper:

Me later: :bassist:
Click to expand...

Sorry for the dumb question but . . .

Did you mean to say the body was replaced or the whole bass? I can't see how they would replace just the body on a neck through bass?
 

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